Service Council inService™ Podcast Series

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Interviews uncovering best practices by world-class Service, Customer Experience, and Customer Support Executives

  1. EP98 - Service Parts: The Key to Service Growth in 2026 w/ Josh Weiss, Syncron

    4D AGO

    EP98 - Service Parts: The Key to Service Growth in 2026 w/ Josh Weiss, Syncron

    As service organizations approach 2026, leaders must balance stabilizing operations with driving growth. Efficiency and cost control are key but not enough; operational choices need to align with commercial results. Service leaders should focus on investments that improve resilience and long-term revenue.Join us and Josh Weiss, CEO of https://www.syncron.com/, to discuss how economic uncertainty, labor issues, and AI skepticism impact priorities, and why parts strategy is crucial for revenue growth. The session will offer actionable insights on integrating parts, service, and supply chain to create a unified growth plan, highlighting concrete ways service can boost resilience and open market opportunities through 2026.Josh Weiss is the Chief Executive Officer of Syncron, bringing nearly two decades of global leadership experience in industrial technology and digital transformation. His cross-functional expertise in finance, operations, and digital innovation positions him to accelerate Syncron’s growth as a global leader in aftermarket solutions. Prior to joining Syncron, Weiss served as President of Hexagon’s Manufacturing Intelligence division, where he led the division’s global strategy and operations. Weiss began his career at ArcelorMittal and later served as a senior manager at Deloitte, advising on performance improvement and financial strategy.

    40 min
  2. Designing Support Journeys with Multimodal AI w/ Shan Lilja

    JAN 9

    Designing Support Journeys with Multimodal AI w/ Shan Lilja

    According to Service Council’s Voice of the Field Service Engineer survey, 60% of frontline workers report that the products they service have grown significantly more complex over the past five years. As assets grow more complex, so does the support required to install, maintain and repair them. While traditional text-based AI excels at addressing common and routine issues, support teams often face challenges when problems are nuanced or involve multiple data types, such as images, video, voice, or structured data. In these cases, incomplete context can lead to extended downtime, additional delays, and increased frustration for both technicians and customers. Join us as Service Council’s Chief Research Officer, Gerardo Pelayo, sits down with Shan Lilja, President and Founder of Mavenoid. Together, they’ll discuss how service leaders can design more effective escalation paths that capture the full context of a customer’s issue, enabling faster and more accurate resolutions while preserving the essential role of human expertise. Shan is the co-founder and CEO of Mavenoid. Prior to Mavenoid, he co-founded the internet startup Gruppi, acquired by 24 Media Network, and was an early employee at Palantir.

    35 min
  3. EP96 - Design an AI-first Service Experience w/ Brett Weigl, Oracle

    12/30/2025

    EP96 - Design an AI-first Service Experience w/ Brett Weigl, Oracle

    AI is challenging the traditional constraints and expectations of service operations, changing how organizations deliver value, measure success, and supplement human judgment with intelligent automation. As AI agents become increasingly able to handle anything from routine tasks to complex processes, leaders face new challenges that transcend the technical capabilities: How to ensure quality experiences and manage a hybrid human and AI workforce so they can maintain trust, elevate service, and operate effectively in an AI-powered environment? Join us on Thursday, December 18th, at 12pm EST as host John Carroll sits down with Brett Weigl, Oracle’s VP of Product Management, Oracle Fusion Service and Field Service. Together, they’ll discuss why AI agents need clear roles, escalation paths, and accountability just like human team members, and why service experience design should precede automation. Brett will share lessons from large-scale implementations and examines how frontline roles, analytics, and orchestration are evolving in a world where humans and AI collaborate, offering practical insight for leaders navigating the future of service. Brett Weigl drives the product strategy and product development for AI-first self-service, assisted customer service, and field service at Oracle. With a proven track record as a product leader at Salesforce, ExactTarget, and Genesys, Brett is a recognized expert on the strategic convergence of AI, CRM, and many cloud technologies that are transforming the future of service and customer experience.

    41 min
  4. EP 95 - Turning 2026 AI Predictions into Results at Scale w/ Tas Hirani, Aquant

    12/30/2025

    EP 95 - Turning 2026 AI Predictions into Results at Scale w/ Tas Hirani, Aquant

    What will define AI success in 2026? As organizations move from early experiments to enterprise-wide deployments, 2026 will separate the pilots that stall from the initiatives that truly scale and create sufficient value. On our next episode of the inService Podcast Live, we take a look at the top predictions that will define the next year of AI adoption, and practical strategies to help organizations turn experimentation into measurable impact. Join us on Thursday, December 4th, at 12pm EST as host John Carroll sits down with Tas Hirani, Aquant’s Director of Revenue Operations and Enablement. Using real-world examples, they’ll explore the practical steps that can fuel AI’s biggest predictions: how to align stakeholders across service and IT, embed change management into daily workflows, and connect AI initiatives to both ROI and ROE. Listeners will leave with informed directions to navigate the AI landscape in 2026 and turn experimentation into operational value.

    43 min
  5. EP 94 - Why the "Voice of..." Matters in Service Excellence w/ Harold Heald, Agilent

    12/12/2025

    EP 94 - Why the "Voice of..." Matters in Service Excellence w/ Harold Heald, Agilent

    For service leaders, understanding the perspectives of frontline teams is critical to improving all areas of the business. But knowing what questions to ask and how to act on that feedback can be challenging, especially across complex, global organizations. Harold Heald, Associate Vice President, AFO Service Contact Centers for Agilent Technologies joins us on the next episode of the inService™ Podcast Live to discuss his organization’s journey capturing and utilizing the “voice of” the personas involved in the service experience. He will share how they have used it to support leadership decisions, technology investments, AI adoption, and staffing strategies across global service operations. Tune in on November 20th at 12pm EST to explore practical strategies for translating the voice of the frontline into targeted priorities, meaningful actions, fostering engagement, and balancing compliance with valuable innovation in complex service environments. Harold Heald leads the Americas Service Contact Centers for Agilent Technologies. Harold started in service as a Field Service Engineer with Dako, later acquired by Agilent. He went on to service as Regional Manager of the Americas for the Diagnostic Service team, and later as the Global Associate VP for the Biomolecular Service Organization helping to integrate several recent acquisitions. He completed Agilent’s Executive Leadership program in 2017. Harold served 10 years in the United States Marine Corps, working in Personnel Administration and as an Aviation Electrician, during that time he spent five years volunteering with the Young Marines of the Marine Corps League. Harold has a master’s in project management and recently earned his PMP certification.

    37 min
  6. EP93 - The CFO’s View of Service w/ Brian Christiansen, StationServ

    11/07/2025

    EP93 - The CFO’s View of Service w/ Brian Christiansen, StationServ

    Service leaders talk a lot about outcomes, but few see the numbers behind them quite like the Chief Financial Officer. Finance and accounting may be the language of business, but the real value comes from translating that knowledge into tangible actions that help the business succeed. Tune into the inService™ Podcast Live, Brian Christiansen, President of StationServ, shares what 20 years as a CFO with a strong operational focus have taught him about leading service organizations to success. Join us as Brian reflects on how connecting financial insights to frontline actions creates stronger performance and better customer experiences. He’ll discuss how to design service models for profitability and growth, balance ROI with long-term customer trust, and build cultures where teams understand how their daily work drives both business results and customer satisfaction. Currently the President of StationServ, Brian Christiansen has over 20 years of senior leadership experience, he has guided companies through growth, acquisitions, and performance turnarounds, delivering measurable gains in profitability, productivity, and customer experience by uniting financial discipline with frontline execution.

    38 min
  7. EP 92 - Sharing a Vision of Global Service Leadership w/ Jürgen Plessing, AFSMI

    11/06/2025

    EP 92 - Sharing a Vision of Global Service Leadership w/ Jürgen Plessing, AFSMI

    What can service leaders in EMEA and the Americas learn from each other about innovation, scaling, and staying ahead of customer expectations? Join us as we sit down with Jürgen Plessing, Executive Board Member of the Association for Services Management International (AFSMI). We’ll discuss the evolving landscape of service management across regions. From operational priorities to the challenges and opportunities shaping service organizations in EMEA and the Americas, Jürgen shares his perspectives on what’s driving change and how leaders can respond with agility. Whether you lead service teams, drive field operations, or shape customer experience strategies, this episode offers practical takeaways to navigate regional nuances, anticipate market shifts, and strengthen your organization’s performance on a global scale. Jürgen Plessing is an experienced program management expert with over 15 years of international experience in service leadership for major industrial manufacturers in Germany and Switzerland. As Head of Service, he implemented global service and logistics structures for demining and defence equipment and optimized component lifecycles for demanding field conditions (MineWolf Systems AG). He developed and introduced a comprehensive service strategy that transformed the service organization into a profit center and created a remote monitoring software for machine performance in remote minefields (AHWI Maschinenbau GmbH). He established a new project and service structure in Cuba, designed a long-term service strategy, and successfully aligned international stakeholders to deliver sustainable after-sales growth (PRINOTH AG). Jürgen has been serving on the Board of the Association for Services Management International (AFSMI) since 2024, contributing his expertise to advancing service excellence and leadership development across industries.

    38 min
  8. Creating a Culture of Service: Deploying the 'Humanity' Mindset

    10/02/2025

    Creating a Culture of Service: Deploying the 'Humanity' Mindset

    How can service leaders build organizations where humanity is not just a value but a daily practice? In this special episode, Service Council Founder and CEO, John Carroll, and seasoned service leader, Bob Feiner, unpack the roadmap laid out in their new book, Service is Humanity. John and Bob will explore the principles that define a “humanity mindset” in service and share real-world examples of where this approach has transformed teams, customer relationships, and entire organizations. From embedding empathy into operations to aligning technology and talent strategies with purpose, they’ll outline practical steps leaders can take to create cultures where service is both a business driver and a human commitment. This conversation blends strategy and story, leaving listeners with a starter kit for deploying the humanity mindset in ways that elevate both frontline performance and customer impact.

    33 min
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Interviews uncovering best practices by world-class Service, Customer Experience, and Customer Support Executives

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